Customer Support Team Lead, Motorway
Online car marketplace
Open for applications
Online car marketplace
201-500 employees
Open for applications
201-500 employees
Company mission
To build a better car market for everyone, harnessing the power of technology to deliver an amazing experience.
Role
Who you are
- Proven experience in a team leader or supervisory role
- Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service
- Experience using ticketing systems, such as Zendesk
- Excellent written and verbal communication skills, with the ability to proactively manage stakeholders
- Strong time management and prioritisation skills to meet tight deadlines
- Adaptability and flexibility to adjust to changing priorities and unexpected challenges
- You have prior experience in document verification, fraud detection, or related fields
- You have experience working with BPO partners
- You're passionate about delivering a great experience
- You're a strong communicator who can explain complex information clearly
- You're a proactive problem-solver
- You're a team player who enjoys collaborating with others
What the job involves
- Hi I’m Lucy, Sales Support Manager at Motorway, and I’m looking for a Team Leader to join our Document Collection team. This team is the unsung hero of our post-sale process, ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents
- We're a tight-knit bunch who thrive on problem-solving and collaboration, and we play a crucial role in making Motorway's magic happen. If you're looking for a role where you can make a real impact and work with a supportive team, this could be the perfect opportunity
- As a Team Leader, you’ll be responsible for the overall performance of the document collection function. This includes supplier management and ensuring our SLAs are met across speed, accuracy, quality, and productivity
- It’s a role with a degree of complexity, as the document collection process is nuanced, with dependencies on seller behaviour, multiple document types, strict verification policies and procedures, and time sensitivities
- A key part of the role involves reporting and analysis, so you'll be expected to monitor performance in real-time to develop a deep understanding of operational dynamics. Due to the direct impact on numerous post-sale stakeholders, proactive communication is essential. Your responsibilities will include:
- Supplier Management: Proactively managing and collaborating with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements
- Metric Ownership: Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements
- Team Leadership: Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals
- Performance Monitoring: Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs)
- Communication: Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats
- Analytical Skills: Analysing data and information sets, breaking them down to identify patterns, trends, and insights
- Problem Resolution: Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions
Application process
- Qualifying Screen - 30 minutes
- Hiring Manager Interview - 60 minutes
- Final Interview (onsite depending on team) - 60 minutes
- You can expect to hear back from us within a week of each interview stage. You'll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations
Our take
Like many industries, the second-hand car market has undergone significant transformation, with more and more dealers and car owners looking to buy and sell cars online. Motorway is one of a handful of online car marketplaces that are capitalising on this trend.
Motorway differentiates itself from traditional e-commerce and brick and mortar stores because it’s a marketplace, rather than an inventory. This allows for improved speed and verification. Owners sell their cars 100% online in as little as 24 hours with free car collection, while Motorway also supports car dealerships with a new channel for acquisition of used car stock.
Since being founded in 2017, Motorway has grown rapidly, achieving unicorn status in 2021. It is planning on putting this capital to use expanding both geographically and internally, adding more features to its already well-reviewed product. One such feature is its ULEZ checker, which allows car buyers to assess the environmental compliance of vehicles.
The biggest challenge Motorway faces is competing with other well-funded competitors jumping on this trend, such as Auto1 and Cazoo, as well as established companies like Webuyanycar.com. However, online penetration in the £480 billion British and EU used car market is minimal - suggesting that there is enough market to share amongst Motorway and its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We push boundaries all the time, some people think we're an automotive company, but we're a tech company and think like one. So that includes using..."
Funding (last 2 of 4 rounds)
Nov 2021
$190m
SERIES C
Jun 2021
$65.4m
SERIES B
Total funding: $274.2m
Company benefits
- Many of our roles include significant stock options, so you can share in Motorway’s growth and future success
- Our friendly team meet up regularly for lunches and after-work drinks, plus we hold larger events at least twice a year
- Many of our roles include flexibility to work from home regularly
- Your health is your wealth! We take our health and well-being seriously with comprehensive BUPA health insurance offered to every team member - which now covers pre-existing conditions (as long as they're included in the policy). We also offer discounted dental and discounted gym memberships
- Lease a brand new electric car through your gross salary saving up to 40% on the retail cost
- Purchase a bicycle, accessories and safety equipment through your gross salary, so that you can save on the cost of a new bike & accessories
- Our pension provider is NEST, through whom you have a choice of funds that you can align with your faith, beliefs and attitudes to risk
- Work from any European timezone 1 month per year
- We offer a workplace nursery scheme, where employees can pay for nursery fees via salary sacrifice and, as a consequence, save on tax
Company values
- Create new roads - Changing things for the better through innovation
- Take the wheel - Being accountable and facing hard challenges head-on
- Be humble - Leaving egos at the door — we succeed as one
- Pedal to the metal - We move fast and act decisively
- 5-star comes as standard - Experiences that delight, excellence as standard
Articles
Leadership
Tom Leathes
(Co-Founder & CEO)Previously co-founded Top10, uSwitch.com, Official Space, LoanCube, and Acre.
Tanya Cordrey
(CPO)Previously the VP of Product at Instagram. They also spent 7 years at Guardian News & Media as a General Manager and Chief Digital Officer.
Naomi Walkland
(CMO)Previously spent almost 6 years at Bumble, initially joining as a Marketing Lead before working their way up to become the VP of EMEA & APAC Marketing.
James Wilson
(COO)Previously spent almost 8 years at Amazon in various Head of Marketplace roles. Prior to that, they spent nearly 10 years at Bain as a Principal.
Liz Kistruck
(CFO)Previously the CFO at Lyst. Prior to that, they spent almost 14 years at Expedia Group in various roles, including CFO.
People progressing
Steve joined Motorway back in October 2018 as a Senior Product Manager, since them, they have risen through the ranks to Lead PM, Head of Product, and now serve as the Principal Product Manager.
Diversity, Equity & Inclusion at Motorway
- Motorway is committed to equality of opportunity for all employees. We provide a supportive and inclusive environment where individuals from all backgrounds can reach their full potential. We welcome applications from all individuals regardless of age, disability, sex, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief, and marital or civil partnership status.
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